comarch telecom brunch - kpn case study
TRANSCRIPT
Transforming KPN Business market
Digitization & Agility
Geert-Jan den Besten, Freddie Ruijs
June 3rd, 2016
Workshop KPN - Comarch
From silos to a single digital experience is a bumpy road.
Who takes the steering wheel?
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KPN
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KPN is a Dutch supplier of ICT services under several brands
(USA)
Comarch Telecom Brunch | KPN S&I B2B
KPN
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The Board of Management of KPN
Chairman of the Board of Management & CEO
Jan Kees de Jager
Member of the Board of Management & Chief Financial Officer
Frank van der Post
Member of the Board of Management & Chief Commercial Officer
Member of the Board of Management & Chief Operations Officer
Eelco Blok
Joost Farwerck
Comarch Telecom Brunch | KPN S&I B2B
KPN
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Our strategy: focus on three pillars
Strengthen Simplify
Grow
KPN NL market shares Cost reductions Financial framework Reputation and Quality
Data services
Business portfolio & innovation Customer offerings and customer processes More decisive organization 1
3
2
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KPN
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The facts
The story of KPN
Key figures 2014
8,083 bln
Revenues and other income
Free cash flow
Net result
EBITDA
Investments
1,412 bln
3,015 bln
239 mln
-169 mln
Number of staff KPN Group as at 31 December 2014
18,470 FTEs
Comarch Telecom Brunch | KPN S&I B2B
Transformation roadmap S&I for Business
From ‘oud’ to Cloud
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19xx-2007
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The Silo-operating models have served well for many years
AD
SL
VP
N
PB
X
LAN
IT
…+30…
PST
N /
IS
DN
Very product centric customer experience
OSS
BSS
Plat-form
CRM
Very diverse customer experience CRM
2007-2014
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360° Customer View, Uniform Customer Interaction Management
AD
SL
VP
N
PB
X
LAN
IT
…+30…
PST
N /
IS
DN
OSS
BSS
Plat-form
CRM
Call Center Engineer
KPN
Shop Sales Web App
2014 - 2020
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Next step
CRM
AD
SL
VP
N
PB
X
LAN
IT
…+30…
PST
N /
IS
DN
OSS
BSS
Plat-form
CRM
Call Center Engineer
KPN
Shop Sales Web App
2014 - 2020
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Next step to create simplified eco-systems
Platform
Account Teams for LE/C Eco System
Partners for SME Eco System
Platform Platform Platform
Network
Platform Platform
Sales Web App Partner Team Web App
Migrate Transform
Simple and Attractive services
A better alternative
Single Customer Journey
Platform Platform
Our Roadmap for the LE/C market
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2009 – 2012 – 2015 - 2017
Platform
Account Teams for LE/C Eco System
Platform Platform Platform Platform
Sales Team Web App
Simple and Attractive services
A better alternative
Single Customer Journey
Platform Platform
…
Eco System
CRM
Mobile VoIP
…
VaMo Eco
System
CRM
Mobile
VoIP
…
KPN ÉÉN Eco System
CRM
Mobile
VoIP LAN
VPN
Mobile (sympac)
Fixed-Mobile Integration
KPN ÉÉN
At the 2016 TM Forum Live in Nice KPN was granted
the TM Forum Digital World Award
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Bouke Hoving EVP KPN S&I
Handing over the steering wheel
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Time-to-market Be able to change course faster by all working at the same thing at the same time
Customer satisfaction Embrace that our business will only realize what they want and need, after they get what they
asked for
Scrum: Work in smaller increments
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Handing over the steering wheel
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Value based steering
Business
Sales Prod
Dep. B Dep. A Dep. C
IT
Mobile B2B
Dep. B Dep. A Dep. C
Comach
… ..
… … …
Product Owner
…
…
…
Hierarchical steering Agile teams & Value steering
Multi-skilled Multi-company Scrum teams
CS
CCM BS
Design/
Dev/Test
Design
Test
CSC CM BS
Program
Design/ Dev/Test
VOOR INTERN GEBRUIK
Design
Program
Test
CS
CCM BSNow
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Agile teams celebrate their successes
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Our biggest challenges looking forward
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Challenges
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… while migrating our customers and transforming our Eco Systems
Become a full ICT player
Introduce new services more quickly
Integrate everything
AWS Azure
Google Softlayer
Virtualize
Thank you very much
Simplification & Innovation Director B2B Products Corp/LE [email protected]
Geert-Jan den Besten
Simplification & Innovation Vision Lead B2B [email protected]
Freddie Ruijs